Technical Support Engineer - Ingeniero de Soporte
JobLeads GmbH
Alicante, Comunidad Valenciana, España
hace 3 días

Technical Support Engineer - Ingeniero de Soporte Harmonic Spain, S.L. Alicante / Alacant Alicante / Alacant Indefinido Ingenier?

a T?cnica No Requerida A university technology degree or equivalent years of technical support experience in high-technology companies, preferably within the Network, Storage, cloud and or Digital Video / Broadcast industries.

As an individual in this position, you must have the ability to communicate effectively, both written and oral in English langue with the ability to converse with Customers, Engineering, Management and other Support team members at a technical level.

You must be self motivated and organized with the ability to manage multiple customer cases and respond in a professional, timely manor.

You must be able to prepare detailed technical and operational documentation covering, product issues, customer case information, product stability and serviceability recommendations as well as process and procedural changes.

Your ability to work with customers under a variety of circumstances and pressures, yet understand and meet customer expectations is fundamental.

Work as a member of the 24x7 Technical Assistance Center supporting our global customers. ? Answer incoming Technical Support Hot-

line calls and web chats to create cases on CRM. ? Assist customers with resolving complex hardware and software problems.

  • Utilize lab systems to replicate problems and present findings to engineering for acceptable workarounds or code changes necessary to resolve issues.
  • Deliver transaction quality; implement process improvements and related objectives necessary to provide the highest service as efficiently and reliably as possible to maintain or improve customer satisfaction.
  • Respond in a timely manner to customer issues; provide clear communication of problem status; drive problems to resolution.
  • Be courteous and professional. ? Track all customer engagements in our CRM system. Keep accurate detailed notes of customer communications and steps taken to resolve customer issues.

    Work hours Will work part of a 24 / 7 shift rotation which will include national, regional and local holidays, weekends and nights.

    40 Hours per weekA university technology degree or equivalent years of technical support experience in high-technology companies, preferably within the Network, Storage, cloud and or Digital Video / Broadcast industries.

    As an individual in this position, you must have the ability to communicate effectively, both written and oral in English langue with the ability to converse with Customers, Engineering, Management and other Support team members at a technical level.

    You must be self motivated and organized with the ability to manage multiple customer cases and respond in a professional, timely manor.

    You must be able to prepare detailed technical and operational documentation covering, product issues, customer case information, product stability and serviceability recommendations as well as process and procedural changes.

    Your ability to work with customers under a variety of circumstances and pressures, yet understand and meet customer expectations is fundamental.

    Work as a member of the 24x7 Technical Assistance Center supporting our global customers. ? Answer incoming Technical Support Hot-

    line calls and web chats to create cases on CRM. ? Assist customers with resolving complex hardware and software problems.

  • Utilize lab systems to replicate problems and present findings to engineering for acceptable workarounds or code changes necessary to resolve issues.
  • Deliver transaction quality; implement process improvements and related objectives necessary to provide the highest service as efficiently and reliably as possible to maintain or improve customer satisfaction.
  • Respond in a timely manner to customer issues; provide clear communication of problem status; drive problems to resolution.
  • Be courteous and professional. ? Track all customer engagements in our CRM system. Keep accurate detailed notes of customer communications and steps taken to resolve customer issues.

    Work hours Will work part of a 24 / 7 shift rotation which will include national, regional and local holidays, weekends and nights. 40 Hours per week

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